Manager, Technical Support Engineering (Integrations)

Classy, an affiliate of GoFundMe, is a Public Benefit Corporation and giving platform that enables nonprofits to connect supporters with the causes they care about. Classy's platform provides powerful and intuitive fundraising tools to convert and retain donors. Since 2011, Classy has helped nonprofits mobilize and empower the world for good by helping them raise over $7 billion. Classy also hosts the Collaborative conference and the Classy Awards to spotlight the innovative work nonprofits are implementing around the globe. For more information, visit www.classy.org.

This is a technical support leadership position in which you’ll manage a team of product support specialists and technical support engineers for Classy’s integration products. You'll set the team support strategy and goals, actively grow your team’s capabilities to support the customer, and drive technical integration solutions with the product and development team. You will partner cross-functionally to align on priorities and use your problem solving skills to make strategic decisions that improve the overall integration support experience for our customers. You are collaboration-focused, work well through ambiguity and changing business landscape, and are skilled in influencing senior stakeholders through effective communication.

The Job…

• Manage, motivate and develop a team of integration support specialists and engineers
• Develop a working knowledge of integration products to mentor and coach team in troubleshooting issues and blockers
• Monitor and maintain agent productivity levels in accordance with targets and KPI’s
• Ensure directs have the necessary skills and knowledge to fulfill their roles through consistent and regular 1-1’s, process building and regular training sessions
• Provide support on customer escalation calls
• Establish and reinforce scope of support for 3rd party integrations
• Alignment cross-departmentally to ensure product releases are inclusive of the SF integration
• Contribute to the scoping of new integration offerings to ensure that end user integration support and tooling is considered to enable our customers + decrease time to resolution for customer reported issues
• Develop support strategy for future planned integrations + API work, and ensure team success with accountability measures

You…

• 4+ years experience in support management (IC level 1- 4)
• Basic competency of CRM’s (preferred: Salesforce, Microsoft Dynamics) and analytics (preferred: Google Analytics, Google Tag Manager, Zapier)
• Basic competency in popular coding languages (preferred: APIs, CSS, HTML, React)
• You enjoy empowering users with the knowledge to do things for themselves in the future, not just fixing things for them.
• Proven technical problem solving, business process development, and analytical capabilities
• Exceptional written and verbal communication skills; ability to communicate effectively with all levels of employees, clients, and executive management

Why you’ll love it here...

• Market competitive pay.
• Rich healthcare benefits including employer paid premiums for medical/dental/vision (100% for employee-only plans and 85% for employee + dependent plans) and employer HSA contributions.
• 401(k) retirement plan with company matching.
• Hybrid workplace with fully remote flexibility for many roles.
• Monetary support for new hire setup, hybrid work & wellbeing, family planning, and commuting expenses.
• A variety of mental and wellness programs to support employees.
• Generous paid parental leave and family planning stipend.
• Supportive time off policies including vacation, sick/mental health days, volunteer days, company holidays, and a floating holiday.
• Learning & development and recognition programs.
• “Gives Back” Program where employees can nominate a fundraiser every week for a donation from the company.
• Inclusion, diversity, equity, and belonging are vital to our priorities and we continue to evolve our strategy to ensure DEI is embedded in all processes and programs at GoFundMe. Our Diversity, Equity, and Inclusion team is always finding new ways for our company to uphold and represent the experiences of all of the people in our organization.
• Employee resource groups.
• Your work has a real purpose and will help change lives on a global scale.
• You’ll be a part of a fun, supportive team that works hard and celebrates accomplishments together.
• We live by our core values: impatient to be great, find a way, earn trust every day, fueled by purpose.
• We are a certified Great Place to Work, are growing fast and have incredible opportunities ahead!

GoFundMe is proud to be an equal opportunity employer that actively pursues candidates of diverse backgrounds and experiences. We are committed to providing diversity, equity, and inclusion training to all employees, and we do not discriminate on the basis of race, color, religion, ethnicity, nationality or national origin, sex, sexual orientation, gender, gender identity or expression, pregnancy status, marital status, age, medical condition, mental or physical disability, or military or veteran status.

The total annual salary for this full-time position is $110,000 - $150,000 + equity + benefits. As this is a remote position, the salary range was determined by role, level, and possible location across the US. Individual pay is determined by work location and additional factors including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range based on your location during the hiring process.

If you require a reasonable accommodation to complete a job application or a job interview or to otherwise participate in the hiring process, please contact us at [email protected].

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Learn more about GoFundMe:

We’re proud to partner with GoFundMe.org, an independent public charity, to extend the reach and impact of our generous community, while helping drive critical social change. You can learn more about GoFundMe.org’s activities and impact in their FY ‘23 annual report.

Our annual “Year in Help” report reflects our community’s impact in advancing our mission of helping people help each other.

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